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We have a lot of customer data but CX performance scores are declining – what’s going wrong?

September 29, 2022 @ 11:30 am - 12:30 pm

(II of IV) “Join the Conversation” series of webinars sponsored by SAP

Brands are collecting more and more information about their customers. This should lead to a greater understanding of our customers and improved CX performance. Yet performance scores are declining. According to Forrester’s 2022 CX index, the quality of CX has returned to 2020 levels and may slip further in the coming year.

  • What should you do if CX performance is sagging?
  • How do you analyse and discover what is broken, out-of-date or misaligned within your business?

Join us In this webinar as we examine:

  • Are you using the right metrics to measure and drive the performance of your CX projects?
  • Why you need to look beyond CSAT and NPS to improve CX performance.
  • What customer data should you be analysing? How do you use that analysis to improve performance as well as identify what’s not working and why?


1. Introduction 5 minutes
2. Main Presentation, 20 minutes – Rebecca Wilson, CCXP
3. Panel discussion, 40 minutes:

  • Jodie Fielding, Executive Leader | Strategy & Operations | Customer Experience
  • Will Santry, ANZ Vice President and Head of SAP Customer Experience4.
  • Terence Alveres, General Manager Operations, Simply Energy

Q & A, 15 minutes

Sponsored by;


September 29, 2022
11:30 am - 12:30 pm
Event Category: